METHODICAL APPROACHES TO MEASUREMENT OF SATISFACTION WITH QUALITY OF MEDICAL SERVICES BY PATIENTS FOR FORMATION OF ADMINISTRATIVE DECISIONS AT THE REGIONAL LEVEL
A. V. Danilov, E. A. Isayenkova
At introduction in the organization of a control system of quality of the medical care conforming to requirements of the interstate ISO standards 9001 there are methodological problems connected with incompleteness, a fragmentariness of industry normative documents. Relevance of a research is caused by insufficient study of provisions of these standards in relation to branch of health care, need of studying of quality of medical service from a position of the sphere of consumption of medical service.
In this regard, this article is directed to disclosure of provisions of standards regarding measurement of values of satisfaction of patients with quality of the rendered medical services, formations of the corresponding methodical approach.
The main methods used in the considered approach are: a GAP analysis method (detection of discrepancies, gaps), a method of sociological poll SERVQUAL focused on improvement of quality of service of consumers, a method of adoption of administrative decisions. The offered approach allows to realize one of subsystems of a modern control system of quality of medical services.
Criteria of a technique of SERVQUAL are presented in article, display of values of criteria to elements of the organization is shown that allows to estimate a certain type of the relations between elements of the internal environment of the organization and between elements of the organization and the external environment. The received values of indicators of gaps are used at the choice of the correcting and warning actions directed to improvement of activity of the medical organizations.
Materials of article are of practical value for heads of regional governing bodies of health care, chief physicians of the medical organizations introducing the modern control system of quality focused on ensuring availability of medical care and increase in efficiency of medical services.
Keywords: medical organization, quality of services, patients, satisfaction, technique, SERVQUAL.